German Customer Service Advisor
Location: GB, , 
Employment type: Full-time
Required experience: Not Applicable
Required education: Unspecified
Industry: Consumer Services
Function: Customer Service

Company profile:
HGS is a world leader in Customer Relationship and Business Process Management.  With a global footprint and an experience of over three decades, we have helped our clients deliver exceptional results.  We have developed and implemented some of the best-known processes and practices to deliver a comprehensive range of industry-specific solutions. Our operational excellence, combined with functional expertise, has made us the "Preferred Partner" for most of our clients.  We deliver seamless service to some of the world's most recognized brands out of and across North America, Europe, Asia, and Africa.

Job description:
HGS are a fast paced, vibrant, contact center with Operations in 7 countries, 43 + centers, employing more than 22,000 professionals and supporting over 500 global clients. We have continued to grow year on year and with this growth we have seen plenty of opportunities. Majority of our employees have progressed internally and we are constantly evolving our talent management and training programs to ensure that we have the best and most skilled workforce.Based in Chiswick, you   will be working on behalf of one of our clients, supporting them to provide the best customer service to their consumers and continuously representing their brand with enthusiasm dedication and in a professional manner.As a Customer Service Advisor your role will be varied, dealing with various customer queries or complaints. This could be through different channels, i.e. handing inbound calls, responding to emails or white mail (letters), responding to social media forums, or making outbound follow up calls.  Handling queries or complaints from customers via inbound calls, email, web chat, white mail or social media forums.  Building rapport with Premier Consumers to ensure consumer service excellence and to resolve consumers queries, problems or complaints. Meeting challenging targets for Quality of interaction and process follow through.  To consistently meet all individual and team targets.  Actively contribute in team meetings and share knowledge with colleagues to maximise knowledge retention within the project.To ensure the best Customer service experience is given to all customers.To achieve KPI’s (Key Performance Indicators) whilst maintaining excellent quality.To highlight trends in any customer queries or complaints Ensuring that all consumer contact is handled in a professional manner in line with the client’s methodologies, values and principles – maximise all interactions to promote their Brand.    

Requirements:
 Confident manner on phone– (making maximum impact).Excellent probing - Interviewing Skills (Asking the right questions at the right time – using question to control, (opening and closing) conversation).Complaint handling skills – ability to think on their feet (Knowing the process, matching needs).Solutions focused – (Knowing – when and how, gaining commitment).Customer driven - both Individual &amp; Team.Excellent Communication &amp; Interpersonal Skills – (Listening, voice, words, matching, rapport building).Commercial Acumen – ability to liaise with customers with empathy.Customer focus - customer service orientation, setting and managing expectations.Attention to Detail / Quality Orientation.Communication skills and Customer Service Focus.Passion for service excellence.Initiatives and Ideas for improvement.Planning and Organising Workload / Work Management.Resilience and motivation.Teamwork.

Benefits: